Senior Tech Support Analyst

Atlassian is full of high-octane, hard-working people building cool things for our customers. You'll join a stellar team supporting the region alongside our L1 Triage team, Remote Support, Collaboration and other Workplace Technology teams as you work on the front lines in one of our busiest offices. You'll work to hand off tickets from walk up support to other teams, troubleshoot common day-to-day technical issues with mac, windows and mobile devices, and provide in office onboarding support on occasion. You'll be responsible for ensuring laptop stock is available for upcoming new hire classes, and making sure we're staying up to date with any new information relevant to the onboarding experience. In down time, we collaborate with our remote support team to provide world class technical support to Atlassians abroad. However, it's not just about resolving tickets! As a senior team member, you'll play a bigger part in shaping how support is delivered with process improvements and automations.

• We're looking for someone who combines substantial technical knowledge with a passion for customer service.
• You're the kind of person who loves tinkering under the hood with new technologies, and you know how to steer complex technical concepts into understanding for non-technical folks.
• You don't just accept things as they are, you're always looking for ways to improve team processes.
• When a problem appears ahead of you, you're relentless in diagnosing the root cause, ensuring it won't slow us down again, and you document your strategies to help the whole team succeed.

• Excellent communication, stakeholder management, and customer service skills
• Solid skills supporting and troubleshooting MacOS issues both in person and over video calls
• Familiarity with some collaboration tools (Slack, GSuite, Mural, Loom, Confluence etc)
• Experience providing support to executive/c-level stakeholders
• Experience working with a globally distributed team

It is great, but not required, if you have experience with:

• Strong experience supporting Windows 10/11
• Some knowledge / experience with JAMF or other MDM solutions
• Experience with SSO platforms like Okta / idaptive
• Admin access on SaaS tools like Canva, Zoom - etc
• Automation tools

Atlassian's mission is to unleash the potential of every team. We build agile, DevOps, IT service management, and work management software to help teams organize, discuss, and complete shared work. Over 300,000 companies worldwide rely on Atlassian to work better together and deliver results. With Atlassian Rovo, teams can now find, learn from, and act on organizational knowledge faster using AI-powered search, chat, and automation agents—boosting productivity and collaboration across all their tools.